Description
What You’ll Do
Leadership & Team Management
- Lead, coach, and mentor a team of Customer Support Specialists, fostering a high-performance and customer-centric culture.
- Oversee daily team operations to ensure consistent delivery of high-quality support across chat, email, and phone.
- Conduct regular 1:1s, performance reviews, and coaching sessions to build capability and support professional growth.
- Assist with workforce planning by managing scheduling, workload distribution, and task delegation.
- Actively participate in frontline support (emails, chats, phone calls) on a regular basis to maintain product expertise, support coverage, and model best practices. While no set number of hours is defined, the Team Leader is expected to contribute hands-on support as needed.
Customer Experience & Issue Resolution
- Develop and maintain deep expertise in our platform, staying informed of new releases and ensuring your team is trained and prepared.
- Oversee complex or escalated cases, providing guidance to ensure accurate investigation, troubleshooting, and resolution.
- Advocate for customers across internal teams, serving as a key liaison to communicate recurring issues, feature requests, and improvement opportunities.
- Ensure all customer interactions—live chat, email, and phone—meet quality standards for clarity, empathy, and accuracy.
Process Improvement & Cross-Functional Collaboration
- Identify trends in customer challenges and collaborate with Product, Engineering, and Operations teams to drive improvements.
- Contribute to and refine internal workflows, documentation, and knowledge base content to increase efficiency and consistency.
- Support onboarding and continuous training initiatives to elevate team capability and product knowledge.
Performance Management & Reporting
- Monitor and analyze key support metrics, including team productivity, case resolution times, quality scores, and customer satisfaction.
- Provide regular reporting on team performance and insights on patterns, risks, and opportunities for improvement.
- Ensure team compliance with established service-level agreements (SLAs) while maintaining a high standard of service quality.
Peak Support and our Work-from-Home PLUS model
At Peak Support, we are dedicated to providing exceptional service to our clients
and an exceptional work environment for our team members.
We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.
Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.
Requirements
Required
- 2–3 years of Customer Support experience, with at least 1 year in a supervisory, lead, or mentorship role.
- Strong written and verbal communication skills, with exceptional attention to detail.
- Demonstrated ability to coach and develop team members in a fast-paced environment.
- Proven organizational, time-management, and prioritization skills.
- Ability to manage escalations and guide teams through complex problem-solving.
- A genuine passion for education and improving the customer experience.
Preferred
- Experience working in education, schools, or early childhood learning environments.
- Prior experience providing live support (phone, chat, email).
- Hands-on experience with Zendesk, Salesforce, Intercom, or other CRM/ticketing systems.
- Bachelor’s degree or equivalent practical leadership experience.
